They claim I have breached their bonus rules for their "Friday bonus". I have a screenshot of their rules and it is clear that I did not break the rules as they claim. I also have e-mail conversation where they say that they WILL change their rules and update it on their site. But at the time I played this bonus this thing they accuse me of was NOT written in their rules.

I tried to upload the screenshot but it didn't work. Can I send it to you in email Guru? And I also want to send the email conversation.

Dear 8oct8,

Thank you very much for submitting your complaint.

I’m sorry to hear about the problem you’re experiencing with the casino regarding the "Friday bonus" rules. To help us better understand your situation and assist you effectively, could you please provide more details about the following:

• What specific rule does the casino claim you have breached?
• Can you provide a timeline of events, including when you received the bonus, when you played, and when the casino informed you of the alleged breach?
• Were there any other communications or terms provided by the casino at the time you received the bonus?

Please feel free to forward the screenshot of the rules and the email conversation to [email protected].

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I have now e-mailed you all the information.

And to answer your questions:

• They say I have breached rule 11.1.
• I played the friday bonus on june 14 and they informed me the day after.
• No.

Hi 8oct8,

I have checked the general bonus terms and conditions and this is what I found (here):

11.1. To ensure proper use of bonuses and fair play, Merlin Casino considers claiming the weekend bonuses without any other deposit (deposits which are not matched with any bonus) during the week as irregular gameplay to take advantage of bonuses. The players must deposit at least 50 EUR / CAD / USD / AUD | 500 NOK | 200 PLN | 250 BRL during the week in order to be eligible for winnings generated with any of the weekend bonuses and claiming them without making a qualifying deposit during the week, or attempting to take advantage of bonuses without fulfilling the minimum deposit requirement, will be considered irregular gameplay. If such activity is detected, winnings generated from weekend bonuses may be voided, and the deposit will be refunded

• Is that the rule the casino claims you didn't follow?

I also checked, and the rules were last updated on June 1st.

• Could you please let me know when you activated the bonus mentioned above?

Thank you.

The thing is that I did make a deposit during the week and they admit this in the email conversation I have sent you. So I didn't really break rule 11.1 But what they say is that I should also wager that deposit before claiming the friday bonus. But as you can see they don't mention anything about wagering this deposit in their bonus terms. They only say that a deposit has to be made!

They told me that they WILL update the bonus terms, but I think that I should only have to follow the bonus terms that they had the day I played (june 14th). I am not a mind reader that can see what they are planning to do in the future...

Thank you very much, 8oct8, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello 8oct8,

I have reviewed your case and will try to contact the casino to see if I can help. In the meantime, can I ask you to clarify why you didn't play with your deposit? Are you still able to access and play with it?

We would like to invite Merlin Casino to join the conversation and participate in the resolution of this complaint.

Dear Merlin Casino,

Can you please provide more details about how this rule 1.11 has resulted in the player's winnings being confiscated?

Kind regards,

Adam

Hello 8oct8,

I have been discussing the case with the casino via Skype, and based upon the information that was provided to you by the support, the casino has decided to pay your winnings to you on this occasion. They have already been credited back to your account, please confirm this and we will close the complaint as "resolved" in our system.

Kind regards,

Adam

Yes, they have fixed it. Thank you casinoguru and Merlin!

Hello 8oct8,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, 8oct8, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam M